{"id":31919,"date":"2025-05-20T18:03:06","date_gmt":"2025-05-20T18:03:06","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/het-prestatiebeheer-van-contactcentra-opnieuw-gedefinieerd-de-moderne-succescyclus-voeden\/"},"modified":"2025-05-20T18:04:07","modified_gmt":"2025-05-20T18:04:07","slug":"het-prestatiebeheer-van-contactcentra-opnieuw-gedefinieerd-de-moderne-succescyclus-voeden","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/het-prestatiebeheer-van-contactcentra-opnieuw-gedefinieerd-de-moderne-succescyclus-voeden\/","title":{"rendered":"Het prestatiebeheer van contactcentra opnieuw gedefinieerd: De moderne succescyclus voeden"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_79626fc1b11710faec746ce8e5058087\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Personeelsbeheer <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Het prestatiebeheer van contactcentra opnieuw gedefinieerd: De moderne succescyclus voeden<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div 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class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fhet-prestatiebeheer-van-contactcentra-opnieuw-gedefinieerd-de-moderne-succescyclus-voeden%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fhet-prestatiebeheer-van-contactcentra-opnieuw-gedefinieerd-de-moderne-succescyclus-voeden%2F&#038;text=Het prestatiebeheer van contactcentra opnieuw gedefinieerd: De moderne succescyclus voeden\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary 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xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"flex items-center gap-c\/s pt-c\/m pr-c\/m pb-c\/m pl-c\/l border-thin border-stroke-tertiary\">\n\t\t\t<div class=\"grow\">\n\t\t\t\t\t\t\t\t\t<p class=\"body-medium font-medium\">Een demo boeken<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg--small text-text-tertiary-aa\">\n\t\t\t\t\t\t<p>Laten we beginnen<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/www.calabrio.com\/nl\/boek-een-demo\/\"\n\t\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s bg-background-secondary rounded-max text-icon-highlight hover:bg-background-ui-action hover:text-white\"\n\t\t\t\t\taria-label=\"Een demo boeken\"\n\t\t\t\t>\n\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p><span data-contrast=\"none\">Prestatiebeheer in het contactcenter is toe aan een reset. Supervisors verdrinken in gegevens, agenten hebben geen zicht op doelen en coaching is vaak inconsistent of reactief. Het is tijd om prestaties niet langer met spreadsheets te beheren, maar met strategie.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">In de wereld van contactcentra is &#8220;meer doen met minder&#8221; een veelgebruikte mantra. Maar de meest vooruitstrevende operaties ontsluiten iets veel krachtigers: een  <\/span><b><span data-contrast=\"none\">Cyclus van succes<\/span><\/b><span data-contrast=\"none\"> gevoed door drie onderling afhankelijke krachten<\/span><b><span data-contrast=\"none\">betrokkenheid van medewerkers, klantervaring (CX) en operationele effici\u00ebntie<\/span><\/b><span data-contrast=\"none\">. Als agenten zich gesteund voelen, leveren ze betere service. Die betere service zorgt voor loyaliteit bij de klant, wat op zijn beurt leidt tot een lagere churn en kortere afhandeltijden, waardoor er middelen vrijkomen die opnieuw in het frontlinieteam ge\u00efnvesteerd kunnen worden. Het is een  <\/span><b><span data-contrast=\"none\">opwaartse spiraal die duurzame groei stimuleert<\/span><\/b><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Dus waarom hebben zoveel contactcentra moeite om het draaiende te houden?<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Fragmentation\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Waar de cyclus breekt: Versnippering<\/h2>\n<p><span data-contrast=\"none\">De meeste centra werken met losgekoppelde puntoplossingen. Gegevens leven in silo&#8217;s, workflows zijn handmatig en inzichten stromen niet gemakkelijk tussen systemen. Deze versnippering uit zich in vier belangrijke symptomen:<\/span><span> <\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"none\">Inconsistente coaching<\/span><\/b><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Starre, verouderde planning<\/span><\/b><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Reactieve, foutgevoelige voorspelling<\/span><\/b><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">CX-inzichten opgesloten in ge\u00efsoleerde dashboards<\/span><\/b><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Deze technische wildgroei dwingt supervisors om op zoek te gaan naar antwoorden in plaats van agenten te helpen zich te ontwikkelen. Beslissingen worden trager. Frustratie neemt toe. Verlovingsgips. En klanten voelen de gevolgen. En zo komt de succescyclus tot stilstand.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Platform\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>E\u00e9n cloudplatform, \u00e9\u00e9n prestatiegedreven kern<\/h2>\n<p><span data-contrast=\"none\">Volgens ons <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/staat-van-het-contactcenter-2025\/\"><span data-contrast=\"none\">State of the Contact Center-rapport<\/span><\/a><span data-contrast=\"none\">gebruikt 98% van de contactcentra een of andere vorm van workforce management (WFM)-software, maar slechts 38% gebruikt cloud-gebaseerde workforce <\/span><i><span data-contrast=\"none\">betrokkenheid <\/span><\/i><span data-contrast=\"none\">maar slechts 38% gebruikt cloud-gebaseerde oplossingen voor workforce engagement (WEM), wat hun vermogen om zich aan te passen beperkt, <\/span><span data-contrast=\"none\">optimaliseren en schalen.<\/span><\/p>\n<p><span data-contrast=\"none\">De oplossing? Een moderne, cloud-native  <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/calabrio-een\/\"><span data-contrast=\"none\">WEM<\/span><span data-contrast=\"none\"> platform<\/span><\/a><span data-contrast=\"none\"> met <\/span><b><span data-contrast=\"none\">Prestatiebeheer in het hart<\/span><\/b><span data-contrast=\"none\">Het samenvoegen van doelen, coaching en analyses om echte agent- en bedrijfsresultaten te behalen. Wanneer naadloos ge\u00efntegreerd met  <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/personeelsbeheer\/\"><span data-contrast=\"none\">Personeelsbeheer<\/span><\/a><span data-contrast=\"none\"> en <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/software-voor-gespreksintelligentie\/\"><span data-contrast=\"none\">Gespreksintelligentie<\/span><\/a><span data-contrast=\"none\">Performance Management wordt het <\/span><b><span data-contrast=\"none\">controlecentrum voor agentsucces<\/span><\/b><span data-contrast=\"none\">.<\/span><span> <\/span><\/p>\n<ol>\n<li><b><span data-contrast=\"none\">Prestatiebeheer: De centrale motor<\/span><\/b><br \/>\n<span data-contrast=\"none\">Unified dashboards brengen KPI&#8217;s, coachingsplannen en individuele doelen samen in \u00e9\u00e9n overzicht. Supervisors kunnen precies zien waar ondersteuning het hardst nodig is, terwijl agents duidelijk kunnen zien hoe ze het doen en hoe ze zich kunnen verbeteren &#8211; geen giswerk, geen onhandige exports, alleen bruikbare inzichten.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Personeelsbeheer<\/span><\/b><br \/>\n<span data-contrast=\"none\">AI-gestuurde prognoses en omnichannelplanning zorgen ervoor dat de personeelsbezetting is afgestemd op de werkelijke vraag. Met selfservicetools voor het ruilen van diensten en het aanvragen van verlof voelen agenten zich gesterkt, waardoor ze minder gaan werken en hun betrokkenheid toeneemt.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Gespreksintelligentie<\/span><\/b><br \/>\n<a href=\"https:\/\/www.calabrio.com\/nl\/producten\/kwaliteitsmanagement\/\"><span data-contrast=\"none\">AI-gestuurd kwaliteitsbeheer<\/span><\/a><span data-contrast=\"none\"> en <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/interactie-analyse\/\"><span data-contrast=\"none\">interactie-analyse<\/span><\/a><span data-contrast=\"none\">  oppervlak realtime inzichten in sentiment, trends en naleving. Opkomende problemen die worden ge\u00efdentificeerd in gesprekken, chats of sms&#8217;jes kunnen leiden tot gerichte coachingsplannen die rechtstreeks in Performance Management worden opgenomen en slimmere WFM-beslissingen mogelijk maken.<\/span><span> <\/span><\/li>\n<\/ol>\n<p><span class=\"TextRun SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181151116 BCX0\">Omdat alle drie de componenten op een gedeelde datalaag in de cloud draaien, <\/span><\/span><span class=\"TextRun MacChromeBold SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181151116 BCX0\">stromen inzichten vrij<\/span><\/span><span class=\"TextRun SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\" xml:lang=\"EN-US\"><span class=\"NormalTextRun SCXW181151116 BCX0\">  op het hele platform. Een verschuiving in het belsentiment? Het kan een coachingsplan in werking stellen en de personeelsbehoeften in \u00e9\u00e9n naadloze lus aanpassen.<\/span><\/span><span class=\"TextRun MacChromeBold SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181151116 BCX0\">de kloof tussen inzicht en actie dichten<\/span><\/span><span class=\"TextRun SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181151116 BCX0\">.<\/span><\/span><span class=\"EOP SCXW181151116 BCX0\"> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Impact\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>De beloning: Meetbare impact, gemoderniseerd beheer<\/h2>\n<p><span data-contrast=\"none\">Organisaties die de ge\u00efntegreerde Calabrio ONE suite gebruiken <\/span><b><span data-contrast=\"none\">het personeelsbeheer transformeren van reactief toezicht naar proactief inschakelen<\/span><\/b><span data-contrast=\"none\">. En met de aanstaande release van onze verbeterde Performance Management oplossing, zijn de resultaten klaar om nog verder te versnellen:<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/www.calabrio.com\/nl\/case-study\/centracare-centraliseert-contact-center-en-ziet-consistente-serviceniveaus\/\"><b><span data-contrast=\"none\">Hogere retentie van agenten<\/span><\/b><\/a><span data-contrast=\"none\"> door meer zichtbaarheid, realtime feedback en betekenisvolle erkenning<\/span><span> <\/span><\/li>\n<li><a href=\"https:\/\/www.calabrio.com\/nl\/case-study\/delta-dental-of-minnesota-verbetert-eerste-contact-met-20\/\"><b><span data-contrast=\"none\">Verbeterde CSAT en NPS<\/span><\/b><\/a><span data-contrast=\"none\"> gedreven door consistente, gepersonaliseerde coaching die is afgestemd op de verwachtingen van de klant<\/span><span> <\/span><\/li>\n<li><a href=\"https:\/\/www.calabrio.com\/nl\/case-study\/casestudie-paychex\/\"><b><span data-contrast=\"none\">Sterkere operationele statistieken<\/span><\/b><span data-contrast=\"none\">,<\/span><\/a><span data-contrast=\"none\"> inclusief kortere gemiddelde afhandeltijd, betere naleving en minder escalaties<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Door prestatiegegevens, coachingtools en KPI&#8217;s op \u00e9\u00e9n plek samen te brengen, helpt Calabrio contactcenters sneller te werken, slimmer te coachen en agenten effectiever te ondersteunen.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Mission-Driver\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Van kostenplaats naar missie<\/h2>\n<p><span data-contrast=\"none\">Voor zowel leiders in de publieke als private sector is de takeaway duidelijk: een uniform cloud-gebaseerd WEM-platform is niet zomaar een technische upgrade. Het is een strategische basis.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"none\">Door mensen, processen en prestaties onder \u00e9\u00e9n dak te brengen, verandert uw contactcentrum van een reactieve kostenpost in een <\/span><b><span data-contrast=\"none\">bedrijfskritische groeimotor<\/span><\/b><span data-contrast=\"none\">-Een die zichzelf vooruit stuwt met elke interactie.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><span data-contrast=\"none\">Dit gaat niet over incrementele verbetering. Het gaat erom prestaties te zien als een dynamische, door gegevens gevoede cyclus die mensen, processen en platforms voortdurend op elkaar afstemt.  <\/span><\/b><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Webinar\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080f21\"><h2>Klaar om je eigen succescyclus te voeden?<\/h2>\n<p><span data-contrast=\"none\">Ontdek hoe toonaangevende contactcentra prestaties herdefini\u00ebren door silo&#8217;s te doorbreken en mensen, gegevens en technologie op elkaar af te stemmen. Doe mee aan een exclusief webinar:<\/span><\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/nl\/event\/prestaties-opnieuw-definieren-de-nieuwe-blauwdruk-voor-excellente-contactcentra\/\"><b><span data-contrast=\"none\">Prestaties opnieuw defini\u00ebren: De nieuwe blauwdruk voor excellente contactcentra<\/span><\/b><\/a><\/p>\n<p><b><span data-contrast=\"none\">Datum:<\/span><\/b><span data-contrast=\"none\"> 3 juni<\/span><span data-contrast=\"none\">rd<\/span><span data-contrast=\"none\">   <\/span><b><span data-contrast=\"none\">Tijd:<\/span><\/b><span data-contrast=\"none\"> 10:00 uur ET<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Leer hoe u uw personeelsstrategie kunt harmoniseren en elke interactie kunt omzetten in groeimomentum.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #e3120a\"><a style=\"color: #e3120a\" href=\"https:\/\/www.calabrio.com\/nl\/event\/prestaties-opnieuw-definieren-de-nieuwe-blauwdruk-voor-excellente-contactcentra\/?utm_source=calabrio%20blog&#038;utm_medium=web&#038;utm_campaign=better_sales_and_service\"><b>Reserveer nu je plek<\/b><\/a><\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n<style>\n\t[data-theme-block-id=\"block_4f34fdc96e72230c6d22a5dd1f77458c\"] {\n\t\t.featured-resources__wrapper {\n\t\t\tbackground-color: #FFFFFF;\n\t\t}\n\n\t\t.featured-resources__header {\n\t\t\tborder-color: #0C1C47;\n\t\t}\n\n\t\t.featured-resources__headline {\n\t\t\tcolor: #080F21;\n\t\t}\n\n\t\t.featured-resources__description {\n\t\t\tcolor: #344679;\n\t\t}\n\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t.featured-resources__wrapper {\n\t\t\t\tbackground-color: #FFFFFF;\n\t\t\t}\n\n\t\t\t.featured-resources__header {\n\t\t\t\tborder-color: #0C1C47;\n\t\t\t}\n\n\t\t\t.featured-resources__headline {\n\t\t\t\tcolor: #080F21;\n\t\t\t}\n\n\t\t\t.featured-resources__description {\n\t\t\t\tcolor: #344679;\n\t\t\t}\n\t\t}\n\t}\n<\/style>\n\n\t<section\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t\tclass=\"overflow-hidden\"\n\t\tdata-theme-block-id=\"block_4f34fdc96e72230c6d22a5dd1f77458c\"\n\t>\n\t\t<div\n\t\t\tclass=\"container featured-resources__wrapper flex flex-col py-l\/xxl overflow-hidden \">\n\t\t\t<div\n\t\t\t\tclass=\"featured-resources__header flex gap-c\/xl py-c\/l border-t-thick\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t<div class=\"flex flex-col flex-1 basis-0 gap-c\/m \">\n\t\t\t\t\t\t\t\t\t\t<h2 class=\"featured-resources__headline heading-small\">\n\t\t\t\t\t\tVerwante bronnen\t\t\t\t<\/h2>\n\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t<div\n\t\t\tclass=\"z-0 block w-[calc(100vw)] -ml-page-margin custom-arrow-wrapper\t\t\t lg:w-full lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  !my-c\/l !m-0 swiper--navigation-rounded swiper--margin-left swiper--lg-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true,\"slidesPerView\":1.247,\"spaceBetween\":16,\"slidesOffsetAfter\":16,\"breakpoints\":{\"744\":{\"slidesPerView\":2.12},\"1024\":{\"enabled\":false}}}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper lg:!grid lg:grid-cols-3 gap-y-c\/l lg:gap-c\/l\">\n\t\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1536x1024.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-600x400.webp 600w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tAnalytics\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/nl\/blog\/call-center-tools\/\" aria-label=\"15 Essential Call Center Tools for 2025\">\n\t\t\t\t\t15 Essential Call Center Tools for 2025\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">mrt. 10, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/nl\/blog\/call-center-tools\/\" title=\"Read More\" aria-label=\"Read More\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Read More<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training.jpg 1190w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training-600x400.jpg 600w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tPersoneelsbeheer\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/nl\/blog\/van-onboarding-tot-uitmuntendheid-uw-contact-center-trainingsgids-voor-2025\/\" aria-label=\"Van onboarding tot uitmuntendheid: Uw Contact Center-trainingsgids voor 2025\">\n\t\t\t\t\tVan onboarding tot uitmuntendheid: Uw Contact Center-trainingsgids voor 2025\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">apr. 11, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/nl\/blog\/van-onboarding-tot-uitmuntendheid-uw-contact-center-trainingsgids-voor-2025\/\" title=\"Read More\" aria-label=\"Read More\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Read More<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/AdobeStock_663214897-10-02-2026-17_59_41_653-scaled.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/AdobeStock_663214897-10-02-2026-17_59_41_653-scaled.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/AdobeStock_663214897-10-02-2026-17_59_41_653-scaled.webp 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/AdobeStock_663214897-10-02-2026-17_59_41_653-300x158.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/AdobeStock_663214897-10-02-2026-17_59_41_653-1024x540.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/AdobeStock_663214897-10-02-2026-17_59_41_653-768x405.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/AdobeStock_663214897-10-02-2026-17_59_41_653-1536x810.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/AdobeStock_663214897-10-02-2026-17_59_41_653-2048x1080.webp 2048w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tWorkforce Management\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/nl\/blog\/measure-improve-call-center-productivity\/\" aria-label=\"2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies\">\n\t\t\t\t\t2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">feb. 28, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/nl\/blog\/measure-improve-call-center-productivity\/\" title=\"Read More\" aria-label=\"Read More\" target=\"_self\" \t>\n\t\t\t\t<span 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743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":245,"featured_media":31916,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[431],"tags":[],"blog-languages":[],"class_list":["post-31919","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-personeelsbeheer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Het prestatiebeheer van contactcentra opnieuw gedefinieerd | Calabrio<\/title>\n<meta name=\"description\" content=\"Het prestatiebeheer van contactcentra is toe aan een reset. 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